Terrible service from Makro online - order placed and not delivered

TERRIBLE online service from Makro! Order placed, paid and never delivered! On 11 Feb I made a purchase for my children at Makro online. With payment I was notified that the item would be delivered 15 February. AND I was charged quite ridiculously for delivery. I wrote to ask where my order was, as it was not delivered on 15 Feb. On 19 Feb I was horrified when Ntabeleng Tikoe wrote to advise my order had been cancelled as per my request and my account refunded. I had not cancelled the order and my money had not been refunded. I started to think this was a ****. I called Ntabeleng who committed to contact me by end of day (why was I calling her?), and anyway, she didn't contact me. I was told it was an error on their system and my order had not been cancelled. Ntabeleng said she would find out where my order is and she said it would be delivered soon. I did not hear anything until 25 Feb when i got an email stating my order was on its way. on 26th Feb I got an automated e-mail from Makro advising they are embarrassed due to bug that crept into the system and I would get regular updates!! REALLY???? On 26 Feb Lesego did try to call me, but I was in meetings so couldn't answer. Still no response on where my order was and I had requested escalation for a minimum of a refund of delivery charge - no answer to that (of course!). Ashleigh Panday wrote a curt email on 1 March to advise I would not be refunded the delivery charge. Reason - they have to pay courier charges. So, who is to say what this inconvenience has caused me personally - this is a gift and delivery date is overdue!!! And of course Ashleigh was not able to have the courtesy to advise on the status of my order. I wrote to Ashleigh I would complain on social media if not resolved by end of day 5 March. Guess what - I got so excited when I got a call to say my order will be delivered today and...... it was not! I am still waiting. They seem to think I am unreasonable requesting a voucher for the value of the delivery due to this inconvenience - this is completely mind boggling. Where is my order? What has happened to customer service, MAKRO????